Mark Wolf Email & Phone Number

Los Angeles, California, United States

Provides first and second level support to customer issues, escalates unresolved queries to the next level of support, tracks, routes and redirects problems to the correct resources.Followes up with customers, provides feedback and sees problems through to resolutionUtilises excellent customer service skills and exceeds customers’ expectationsEnsures proper recording, documentation and closure of trouble-tickets and recommends procedure modifications or improvements.Proven working experience in providing help desk support.Excellent proficiency in both English and GermanWorking knowledge of Help Desk DBMS like ConnectWise, Labtech, IT Glue, and Control.Excellent client-facing and communication skills.Advanced Microsoft Windows client and server troubleshooting skills. Developing experience with Mac OSX.

Bowling Green, Ky

Provided first and second level support to customer issues, escalates unresolved queries to the next level of support, tracks, routes and redirected problems to the correct resources.Followed up with customers, provides feedback and sees problems through to resolutionUtilised excellent customer service skills and exceeds customers’ expectationsEnsured proper recording, documentation and closure of trouble-tickets and recommends procedure modifications or improvements.Proven working experience in providing help desk support.Excellent proficiency in both English and GermanWorking knowledge of Help Desk DBMS like ConnectWise, Labtech, IT Glue, Remote Desktop, VNC, Teamviewer, LogMeIn and ScreenConnect.Excellent client-facing and communication skills.Advanced Microsoft Windows client and server troubleshooting skills. Developing experience with Mac OSX.

Remotely assisting CSI International with existing database and web-based management interface migration to a remote Azure server environment.Aiding CSI staff in troubleshooting issues that arise throughout the migration process.Communicating with software developer to create a more robust and reliable system.Created remotely managed Azure virtual server environment to host IIS/.NET based API and newsletter storage solution.

Gainesville, Florida Area

Wrote policies and influenced Information Systems decisions of the executive staffActive Directory Administration and management of 16 domain and workgroup servers consisting of DC, DNS, DHCP, File and Print serversAdministered and maintained MDaemon mail serverInstalled and maintained BST Enterprise Project Management systemSupported and managed hardware consisting of Dell, HP, Intel, Xerox, Watchguard and other productsManaged and troubleshot over 230 Dell workstations, desktops, notebooks and 20 servers using various remote control applicationsLAN/WAN support using Watchguard, Dell and HP network productsTroubleshoots Microsoft Office 2000, 2003, 2007, and 2013Administered Layer 2 managed switches using CLI and/or web interfaceManaged Watchguard Firewalls/Routers using Dimension Server

Gainesville, Florida Area

Maintained and supported a Wide Area Network covering 11 counties ensuring consistent uptime of the WANManaged and serviced various File, Print, and DHCP servers using the Microsoft Server 2000 and 2003 Operating SystemManaged and created Public, Intranet, and Microsoft Sharepoint websites for the Alachua and Columbia County Health Departments improving the centralization of documents and transfer of informationInstalled, troubleshot and successfully resolved incidents with applications ranging from standard Microsoft Products, TN3270 Software, GIS Applications, and the FDOH Health Care Medical SystemProvided Tier 2 and 3 technical support for approximately 500 individuals using remote desktop software, phone support, and scheduled site visitsConfigured and installed computer peripherals from hardware vendors such as Dell, HP, Nortel, 3Com, and IntelPlanned and created GIS/PDA application for the DOH Epidemiology Disaster Strike Teams for improved data collection in the event of endemic or epidemic outbreaks for the State. Provided technical support for the North Central Florida WIC Program covering 15 offices in over 12 countiesOn-call 24/7 computer supportStaffed shelters during Hurricane Dennis and Francis

Camp Pendleton, Ca

Extensive experience in Navy and Marine Corps health systems and practices including Lab, X-Ray, Inpatient & Outpatient care, Emergency Medicine, Field Trauma Management, and Advanced Airway ManagementMember of 1st Marine Division 3rd Battalion 5th Marines Scout Sniper Platoon, 5th Marines Regimental Recon and Regimental Aid StationSupervised and led groups of approximately 20 personnel during routine military exercisesConducted training sessions for over 3000 Marines and Sailors in preventative medicineSuccessfully planned, documented, and executed various health care objectives including medical record reviews, providing immunizations for over 3000 military personnel and field medical care procedures during special operationsReceived numerous commendations and recognition for superior work ethic, initiative, dependability and the commitment to teamwork

Aas, Information Technology Management

Activities and Societies: AITP Cisco Certified Network Associate Academy Certificate Information Technology Management Certificate.

Associate Of Arts (Aa), Information Technology

Activities and Societies: AITP Information Technology